Other clerical support roles at Ballad Health in TennesseeOther Ballad clerical support roles, TN
All 23 Ballad clerical support jobs →All 23 →About the role
The Consumer Call Center serves as a central resource for our patients, community members, and healthcare providers for complete and excellent customer service with any questions, concerns, or needs specific to Ballad Health and the communities we serve. The Customer Service Specialist will showcase professionalism and compassion in listening and effectively communicating the values and healthcare services provided by Ballad Health.
Through critical thinking, problem solving and knowledge base of our Health System, this role will provide solutions and alternatives to meet the needs of our customers in the most efficient and streamlined manner while showcasing the company's strengths and highlighting our brand.
Serves as a member of the inside sales team for Ballad Health, providing real time assistance for community members, patients, and referral sources with accessing medical records, identifying/connecting to services and subspecialists, troubleshooting issues, responding to various inquiries, and overall guidance for the caller in navigating through the healthcare experienceManages customer requests and inquiries received as inbound calls, department voicemails, live chat messages, and CRM entries in a timely manner with accurate and most up to date informationGreets all calls promptly with a positive attitude, properly utilizes scripting as provided, conveys information in a clear and concise mannerLogs/Records all interactions immediately upon completionMaintains knowledge base for the IT platforms, CRM management, phone system, and operational procedures specific to the daily functions of this departmentProvides exceptional customer service with both external contacts and internal departments/team membersContinuously familiarizes/updates oneself with the breadth of services and locations offered by Ballad Health facilities as well as BHMA's primary care and Subspecialists availability to provide guidance to callers/patients based upon their needsIdentifies and seizes opportunities to convert inquiries to open active MyChart accountsMaintains composure during moments of stress and provides calm assistance and support while de-escalating angry/dissatisfied callers, while also recognizing when necessary to escalate to leadership for further attentionRecognizes and shares with leadership trends in customer calls and needs as well as opportunities for growth and improvementGathers customer complaint details, shared with appropriate internal team/leader, and ensures resolution and/or follow up to patient is completedCommunicates to Manager cases needing a higher level of intervention in a timely mannerMaintains key performance metric expectations as shared by leadershipMaintains patient confidentiality at all times in accordance with HIPAA regulations and ensures compliance with Ballad Health standards, policies and proceduresCollaborates with Corporate Marketing and Business Development on current campaigns and communications/messages appropriate to share with callersPerforms other duties as assigned by management
A Bachelor's degree in a Science, Health Related or Business field preferred. 3+ years of customer service and/or marketing and sales experience, preferably in the healthcare industry Knowledge of: Computer software applications and databases, experience with a CRM platform HIPAA Laws and Regulations The operations of a call center, healthcare preferred Work
Day On Call: No Weekends: No
No Travel Shift Details: 8a-5p City/State: Johnson City, TN Location: Ballad Health Corporate